Rooms Operations

The Blackstone Hotel invites you to join as a Rooms Operations professional in Chicago, IL, onsite. This position oversees front desk and housekeeping functions, supervising Guest Services and Housekeeping to ensure guest satisfaction, safety, and efficient operations. Salary ranges from USD 63,000 to 66,000 per year. Requirements include a high school diploma or equivalent and at least two years of experience in a relevant role.

Benefits

• Medical, dental, and vision insurance
• Paid time off for vacation, sick time, and holidays
• Six paid company holidays plus one floating holiday
• 401(k) with company match up to 4%
• Life and disability insurance
• Employee assistance programs
• Employee discounts on hotel stays and travel

Environment

Work inside approximately 95 percent of the time in a thermostatically climate-controlled indoor environment, with prolonged standing as part of the routine duties.

Responsibilities

• Welcome arriving guests and complete the check-in process using both manual and computer methods to ensure rooms are ready and guests are satisfied
• Lead the checkout process by following established procedures to close guest accounts and confirm guest satisfaction
• Oversee front desk cash handling, ensuring accurate postings, receipts, guest accounts, and credits to present precise charges at checkout and maintain records
• Answer inquiries and process reservations by clearly communicating rates and offerings, employing upselling techniques to boost occupancy and revenue
• Maintain strong guest relations by staying informed about in-house and local events to respond promptly and knowledgeably in person and by phone
• Operate PBX equipment, answer calls, assist with outgoing calls, and manage wake-up services for timely guest assistance
• Manage front desk cash transactions and uphold personal banking responsibilities per policy
• Maintain a consistently friendly, cheerful, and courteous demeanor
• Perform other duties as assigned by management
• Coordinate guest services for group arrivals and departures and assist with guest transportation to maximize the guest experience
• Collaborate with valet, taxi services, and Airport Connection to deliver high-quality service
• Aim for optimum guest satisfaction across all interactions
• Assist guests with check-in/check-out, laundry delivery, and luggage storage
• Provide guest transportation as required by standard operating procedures
• Order supplies and manage inventory to minimize unnecessary expenses
• Follow up on complaints or issues promptly and professionally to ensure a quality guest experience
• Implement emergency training and procedures to protect guests, staff, and assets
• Prepare weekly staff schedules
• Arrange replacements for call-offs as needed
• Communicate hotel activities clearly to subordinates to ensure timely guest needs fulfillment
• Ensure all new hires understand hotel operations
• Provide training on computer systems and procedures to deliver quality service
• Motivate department staff and support cross-department collaboration to optimize overall performance
• Ensure Front Desk and Housekeeping representation at Safety Committee Meetings
• Participate in the Hotel MOD program
• Review guest bills as requested
• Monitor cashier banks for accuracy and research discrepancies
• Apply progressive discipline in accordance with policies
• Assist leadership in interviewing and selecting candidates for the Director of Rooms/ Front Office Manager/ Director of Housekeeping positions
• Oversee new hires through paperwork, handbook review, and benefits
• Conduct annual performance reviews in a timely manner
• Maintain clear communication between Front Office, Housekeeping, and the Director of Rooms
• Lead monthly departmental meetings
• Maintain proper staffing levels at Front Desk and Housekeeping
• Promote safety by training on check-in procedures and security protocols; report suspicious activity
• Supervise housekeeping staff, including planning, coaching, training, and evaluating performance for efficiency
• Monitor housekeeping productivity and consider promotions or status changes as appropriate
• Assist the Executive Housekeeper with employee relations and disciplinary processes as needed
• Determine materials, supplies, and tools to purchase and stock
• Oversee cleaning of guest rooms, turndown service, public areas, and back of house while ensuring compliance with safety and sanitation standards
• Assign responsibilities to staff to ensure a smooth housekeeping operation
• Distribute supplies at shift start to control inventory and manage expenses
• Respond to guest requests and concerns to maintain satisfaction
• Support and advise on performance evaluations, discipline, and terminations as appropriate

Technologies

• PBX equipment
• Computerized cash register systems

Requirements

• Solid understanding of front office and housekeeping procedures
• Working knowledge of guest services, hotel policies, and daily operations; generally learned on the job
• High school diploma or equivalent with mathematical aptitude; proficient in cash handling and computerized POS systems
• Experience dealing directly with the public and strong customer service skills
• Fluent in spoken and written English
• Minimum two years as a front desk supervisor or at least four years of front office hotel experience
• Vision capable of reading written forms and monitoring monochrome computer screens
• Hand and finger dexterity for computer, calculator, and telephone keyboard use
• Ability to understand and follow verbal and written instructions, multitask, and communicate effectively
• Ability to handle customer service challenges with tact in stressful situations
• Excellent organizational skills with attention to detail during multitasking
• Strong literacy and comprehension to review correspondence, generate reports, and conduct training